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ICM - Quality

Maharashtra, India (On-site)

ICM - Quality

1 Month ago • 5-7 Years • Operations

About the job

3 skills required for this role

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confluence

jira

swift

Job Description

The Customer Success team at Dream11 focuses on enhancing the playing experience for over 200 million sports fans. This role involves managing daily operations of a Quality Vendor, ensuring adherence to Quality KPIs, collaborating with various departments to improve Customer Experience, handling escalations, preparing reports, developing and implementing quality assurance strategies, and evaluating vendor performance.

Must have:

5+ years of experience in Quality
2+ years of Team management experience
Strong data analysis skills
Proficiency in CRM tools like Zendesk, Freshdesk, Jira

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Dream11/Customer Success - Mumbai

Customer Success @Dream11:

To be a ‘user-centric’ company is at the core of everything we do at Dream11. The Customer Success team comprises passionate Dreamsters that work tirelessly towards enhancing the playing experience for over 200 million sports fans on Dream11 with the proper training and quality of work. Customer service is not a department but an attitude. So if you are committed to delivering a world-class customer service experience, this is the team for you.

Your Role

Manage day-to-day operations and ensure adherence to Quality KPIs of Quality Vendor
Collaborate cross-functionally with Operations, Training, and other departments to implement and improve Customer Experience
Handle escalations, ensuring swift and effective resolutions while maintaining high customer satisfaction.
Prepare and present regular reports on key performance metrics, escalations, and operational performance.
Developing and implementing quality assurance strategies and processes to ensure product and service excellence, and improve customer satisfaction and retention
Conduct regular audits and reviews to ensure adherence to quality standards and regulatory requirements across internal and external vendors
Evaluate vendor performance and strongly manage vendor relationships to ensure optimal quality standards & compliance
Lead special projects or initiatives aimed at improving customer experience and operational efficiencies ensuring Vendor goals/expectations are met.

Qualifiers

5+ years of experience in Quality & 2+ years of Team management experience with a focus on customer success or service, preferably in a tech-driven environment.
Strong data analysis skills, with proficiency in using CRM tools like Zendesk, Freshdesk, Jira, or similar.
Flexibility to work across various shifts to meet business needs & Flexible to Travel to Vendor Location

About Dream Sports:

Dream Sports is India’s leading sports technology company with 250 million users, housing brands such as Dream11, the world’s largest fantasy sports platform, FanCode, a premier sports content & commerce platform and DreamSetGo, a sports experiences platform.

Dream Sports is based in Mumbai and has a workforce of close to 1,000 ‘Sportans’. Founded in 2008 by Harsh Jain and Bhavit Sheth, Dream Sports’ vision is to ‘Make Sports Better’ for fans through the confluence of sports and technology.

For more information: https://dreamsports.group/

Dream11 is the world’s largest fantasy sports platform with 220 million users playing fantasy cricket, football, kabaddi, basketball, hockey, volleyball, handball, rugby, futsal, American football & baseball, on it. Dream11 is the flagship brand of Dream Sports, India’s leading Sports Technology company and has partnerships with several national & international sports bodies and cricketers.

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